No Call Back

I have not received this bad service in a very long time. I work for a financial institution myself, and if you say you call a client back you call a client back. The staff and managers are not bothered about their clients, all they want is your premium and they do not care about you as a client. I called and was on the line for 18 minutes last night, the consultant advised that she will call me back, I am still waiting I had to call MI way again so that I can find out if my phone has been placed on insurance or not. Then I get placed on hold again and I eventually just put the phone down because that is all I do is hold on the line. The same Declaration was asked twice last night as well. No one had a sense of urgency. At least the lady today called me back. I just want to make you guys aware if you say you going to call a client back then do so do not let the client call you back.....